Qualtrics
At Qualtrics, our mission is to close experience gaps. Qualtrics is the #1 XM platform.

XM Success Manager - Strategic Accounts

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At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. 

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

 

XM Success Manager, Strategic Accounts

 

Why We Have This Role

The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!


How You’ll Find Success

  • Learn and leverage a market-leading product and understand the complexities of our solution
  • Flexible and adaptable - You enjoy working in a fast pace, high growth environment
  • Highly communicative and influence effectively, creating trust at the team level


How You’ll Grow

  • Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
  • Develop and implement standard XM methodologies across a variety of use cases and industry verticals
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers


Things You’ll Do

  • Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership
  • Work with customers to define and document stakeholder’s business requirements, understand key business challenges and develop the customer’s vision into a value-based solution.
  • Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
  • Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
  • Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
  • Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
  • Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
  • Plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses
  • Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities


What We’re Looking For On Your Resume

  • Bachelor’s degree with 6-10 (dependent on role we’re hiring for) years of experience in a management consulting, CX, CS or technical account management role, OR a master's degree with 3+ years’ experience in a management consulting, CX, CS or technical account management role
  • Track record of success in building customer relationships at multiple levels of a clients’ organization
  • Proven experience leveraging industry best practices, program operationalization, and insight driven suggestions to mature Customer facing programs
  • Technical understanding of data integrations
  • Experience with data analytics & visualizations
  • Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
  • Willingness to travel up to 25% or as customer requires (dependent on role we’re hiring for)


What You Should Know About This Team

  • We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
  • We love to collaborate with teams across the organization while also being able to work independently and be a self-starter
  • A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders


Our Team’s Favorite Perks and Benefits

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

 

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

 

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

 

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

 

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

 

Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Qualtrics's parental leave is 6 weeks for all parents. Birthing parents are given an additional 6-8 weeks and have the option to take 2 weeks off before delivery.
Family medical leave
Adoption Assistance
We reimburse up to $10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
We serve catered lunch every day!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Qualtrics's Wellness Reimbursement is $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
Home-office stipend for remote employees
Qualtrics's Work From Home Stipend is $750 for new employees to use in their first 45 days of employment.
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. Our benefits packages and workspaces are always subject to revision—but only for the better.

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